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Courteous and professional with excellent communication skills.  Solid time management and organizational abilities.  Eager to work in a fast paced, changing environment.  Computer proficient.

Work experience

Apr 2008Present

Patient Access Supervisor

University Hospitals of Cleveland – UHMG Centralized Scheduling

While displaying the commitment to the mission of the hospital and its values, I supervised 9 departments, which consisted of Pain Medicine, Orthopedics, Pediatrics, OBGYN, Family Medicine, Urology, General Surgery/Breast Surgery, Neurology/Neurosurgery. I supervised scheduling operations and support functions; including patient registration, scheduling, medical record management and physician schedules to ensure accuracy and physician protocols were being followed. Included in my responsibilities were coordinating all performance criteria for departmental staff and ensuring that benchmarks were met. Maintaining adequate scheduling coverage according to call volume and business needs. Provide consistent communication with physicians, patients, staff and administration on call flow and scheduling issues. Prepare reports and track scheduling trends to ensure benchmarks were meeting expectation. Responsibilities also include recruiting in candidate selection and performance management. Responsible for ensuring that all timekeeping guidelines are followed, recorded and approved.Developed and cross-trained team members as well as provide coaching and mentoring to representatives.

Jun 2006Apr 2008

Scheduling Coordinator - Department of Radiology

University Hospitals of Cleveland - Richmond Hospital

Schedule all radiology, cardiology and specialized tests. Inform patients of testing preparations and appointment reminders. Compile, scan and fax reports to registration at testing location. Update system with accurate demographic and insurance information. Ensure proper authorizations are implemented for insurance purposes on certain testing procedures. Maintain accurate insurance policies and procedures for various insurances. Verify that all insurance eligibilities are met prior to patient procedures. Complete daily pre-registration of patient appointments prior to testing date. Cancel and reschedule any necessary procedures and appointments. Maintain efficient communication and contact with patients, physicians and staff. Remain up to date on all policies, procedures, insurances and test preparations. Maintain accuracy and proficiency when documenting pertinent information. Provides courteous customer service and positive relationships with patients and co-workers. Continued working knowledge of medical terminology and ICD-9 coding. Answer all incoming calls in a proficient and timely manner. Perform all additional office duties as assigned.

Sep 2007Mar 2008

Emergency Room Registrar – Bedford Emergency Dept (PRN),

University Hospitals of Cleveland - Bedford Hospital

While working at Bedford Hospital as a Registrar I registered patients in an efficient and accurate manner, maintained accurate census and received incoming telephone calls from patients, physicians and various other sources in a courteous and professional manner. I also ensured proper documentation was complete and accurate and compiled any necessary information to complete the registration process for patients. Have a working knowledge of various insurances, including, but not limited to HMO’s, Medicare and Medicaid insurances. Update the financial system with accurate demographic and insurance information to ensure appropriate collection of insurance payment. Collect co-payments from patients for any services rendered. Ensure patients are aware of their rights and provide HCAPH information to uninsured patients. Maintain a high level of confidentiality as well as provide superior customer service to patients and customers.In addition to providing superior customer service, I also maintain positive relationships with my co-workers, trained and developed new personnel as well as taking responsibility for self-development in my position.

Jun 2002Jun 2006

Hospital Receptionist / Answering Service Representative

University Hospitals of Cleveland - Physicians Answering Service

As a receptionist provided accurate directions for visitors, answered and directed calls to appropriate destinations, while providing superior customer service. In the answering service I handled calls for physician offices and medical staff before and after hours. Primarily used a computer based paging system to contact medical staff for patients, physicians and other area hospitals. Input and remove sign-out information in SDC computer system. Maintain a high level of patient confidentiality as well as working knowledge of medical terminology. I also Assisted as a backup to supervisor and ensured that job duties were handled efficiently in her absence as well as providing training to new staff.

Jan 2002Aug 2005

Home School Instructor, Grades 2-4 and 6-8

Home School

As a homeschool instructor I provided one on one instruction, tutoring and mentoring. I designed the curriculum, organized field trips, graded papers, created and administered tests and accessed the students' needs as they related to their continued growth and development. Provided individual instruction as needed in problem areas as well as areas of excellence. Created hands on learning environment to assist the needs of both individual and group projects within the classroom.

Aug 2000Jan 2002

Substitute Teacher and Tutor, Grades K-8

St. John Lutheran School

As a substitute teacher I worked with and instructed students on various assignments and subjects. Graded papers, administered tests, assisted in the interview process for new students entering kindergarten. Accompanied students on various field trips, helped with daily planning and accessing student needs in problem areas. Compiled important documents for students and student families, and tutored students in various subject areas as needed.

May 1999Nov 1999

Program Assistant, Marketing and Research Inst

Metrohealth Medical Center

Managed departmental information libraries, databases and websites in both hardcopy and electronic formats by creating, updating, indexing and organizing data. Performed database development and supported departmental projects and research through spreadsheet development, database queries and information tracking. Coordinate information between internal departments and external agencies. Responsible for collecting and compiling data for survey participation. Manage appointment schedules; make travel arrangements and reservations as well as coordinate meetings, assemble agendas and notify appropriate individuals. Perform various payroll, record keeping and budget tracking. Lastly performed routine clerical tasks including file maintenance and searches, photocopying and office supply inventory.

Feb 1998May 1999

Patient Survey Coordinator

University Hospitals of Cleveland - Physician and Guest Relations

As the Patient Survey Coordinator it was my responsibility to maintain all systems, processes and accuracy of information for the successful implementation of The University Hospitals of Cleveland Patient Survey Program.I contributed to the quarterly completion of the Patient Survey Program by scanning and cataloging returned questionnaires, entering statistical data and patient comments into the system. In addition to entering data I also tracked surveys and prepared reports for various upper Management Personnel as requested within the Hospital.Other tasks included proof reading all verbiage, training new hires on scanning, compiling data and other various duties and double-checking all data as well as compiling statistical reports prior to analyzing with the SPSS Verifier Database System.I also maintain communication with the department of Information Services to receive patient letters and envelopes to meet survey-mailing deadlines.Designed forms with Cardiff Teleform software for other departments to track patient and customer service satisfaction. In addition, I also coordinated arrangements for conference rooms and departmental programs that require use of the Atrium including the Physician United Way Campaign and the Tree of Light program.

Sep 1993Jul 1995

Teller Supervisor

Supervised teller staff, opened and closed Branch, implemented security procedures balanced branch, ordered cash from Federal Reserve, opened and closed certificate of deposits, money market, savings and checking accounts.Produced customer literature highlighting loan programs and interest rates. Organized and conducted marketing of bank products. Provided customer service with customer record keeping.Kept confidentiality of all customer information regarding new and existing bank accounts. Trained and developed new personnel on policy and procedure as well as how to perform transactions and various other tasks.Assisted in the preparation and conduction of weekly meetings.Performed monthly audits.Organized and conducted credit collection activities on open and closed consumer and commercial accounts.Balanced the general ledger on a daily basis and prepared monthly reports of branch activity. Maintained and balanced automated teller machine as well as reporting and handling any fraudulent activity that may have occurred through the use of the ATM. Processed night deposit transactions for commercial customers.



Siemens Soarian
Scheduling & Financials
Adobe PageMaker
Cardiff Teleform
Microsoft Office 2000, 2003, 2007
Word Excel PowerPoint Access Outlook


Apr 2009Present